Refund & Cancellation Policy
Terms for booking deposits, cancellations and refunds.
Last updated: 2026. This policy covers the booking deposit you pay to confirm a booking, arranged manually with our advisor (e.g. bank transfer).
1. Booking deposit
A booking deposit reserves a vehicle/variant and starts your application. It is part-payment and is applied toward your purchase if you proceed.
2. Cancellation by you
- Cancel within 7 days of payment and before any processing has begun: eligible for a refund of the deposit, less any non-refundable third-party charges already incurred and a reasonable administrative fee for work already done.
- Once we have begun processing (e.g. loan submission, insurance, registration or vehicle allocation), the deposit is non-refundable to the extent of costs and commitments already incurred, to the maximum extent permitted by law.
- Deposits are not refundable where cancellation results from your provision of false information, failure to provide required documents, or withdrawal after signing a binding sale/loan agreement with the dealer or bank.
3. Cancellation by us
If we cannot fulfil your booking (e.g. stock unavailable or loan declined), you will receive a full refund of your deposit.
4. How refunds are made
Approved refunds are returned to the original payment method or your bank account within 7–14 working days after verification.
5. How to request
Email hello@ottozo.my or WhatsApp us with your booking reference and reason. We may request proof of payment and identity.
6. Your statutory rights
This policy applies to the extent permitted by law and does not exclude any non-excludable rights you have under the Consumer Protection Act 1999 or other Malaysian law. This policy is governed by the laws of Malaysia.